Information Technology Services

AI-Powered IT Service Management (ITSM) Analytics Platform

Global enterprise unified ITSM operations with Microsoft Fabric and AI, reducing incident resolution time by 79% and achieving 99.2% SLA compliance.

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Faster Incident Resolution
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SLA Compliance
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Reduction in Manual Reporting

Client Profile

A global enterprise in the IT services sector, operating across Global Operations Across APAC, EMEA & the Americas and managing a complex IT environment. The client partnered with Softree Technology to leverage AI-Powered IT Service Management (ITSM) Analytics Platform for improved IT service management and operational efficiency.

Use Cases
AI-Powered ITSM Analytics, Operations Intelligence, Predictive Analytics, Process Automation
Industry
Information Technology Services
Project Type
AI-Powered ITSM Analytics & Automation Platform
Scale of Operation
12,000+ ITSM tickets managed monthly across 500+ business-critical applications and 3 enterprise data centers.
End Users
25,000+ Employees and IT Support Teams
Service Provided
ITSM AnalyticsMicrosoft Fabric ImplementationAI AnalyticsData IntegrationPower BI Dashboard DevelopmentProcess AutomationCloud Data Engineering
The Client Challenge

Business Process Challenges

  1. Managed thousands of IT incidents, service requests, and operational events daily across multiple business units and regions.
  2. ITSM, monitoring, cloud, and business data were distributed across disconnected systems, making unified service visibility difficult.
  3. Teams relied on manual reporting, disconnected dashboards, and delayed data synchronization.
  4. Incident investigation and identification of recurring issues were slow and inefficient.
  5. Limited visibility into SLA compliance, resource utilization, and operational trends affected decision-making.
  6. The existing reporting infrastructure could not support growing enterprise-scale analytics requirements.
  7. The client needed a modern platform to consolidate data, deliver AI-powered insights, automate reporting, and enable faster data-driven decisions.
Our Approach

Our Strategic Approach

  1. Designed and implemented a modern ITSM analytics platform using Microsoft Fabric as the centralized data foundation.
  2. Integrated data from multiple enterprise systems into a unified analytics environment and established a single source of truth.
  3. Built automated data pipelines to streamline data ingestion, transformation, and synchronization.
  4. Leveraged Power BI to deliver interactive dashboards for incident trends, service performance, SLA compliance, and operational health.
  5. Applied AI-driven analytics to identify recurring incident patterns and predict potential service disruptions.
  6. Automated reporting processes to reduce manual effort and improve reporting efficiency.
  7. Enabled support teams and business leaders to access real-time operational insights from a single platform.
  8. Designed a scalable architecture to support future business growth while maintaining security, governance, and high-performance analytics.
Our Solution Architecture

How we delivered it.

MF
Microsoft Fabric
Integrated Microsoft Fabric layer in the solution architecture.
PB
Power BI
Integrated Power BI layer in the solution architecture.
ADF
Azure Data Factory
Integrated Azure Data Factory layer in the solution architecture.
ADL
Azure Data Lake Storage
Integrated Azure Data Lake Storage layer in the solution architecture.
ASD
Azure SQL Database
Integrated Azure SQL Database layer in the solution architecture.
MC
Microsoft Copilot
Integrated Microsoft Copilot layer in the solution architecture.
OA
Open AI
Integrated Open AI layer in the solution architecture.
P
Python
Integrated Python layer in the solution architecture.
S
SQL
Integrated SQL layer in the solution architecture.
AS
Apache Spark
Integrated Apache Spark layer in the solution architecture.
DL
Delta Lake
Integrated Delta Lake layer in the solution architecture.
Visual Proof

Explore the Solution Through visuals

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The Outcome

What changed for the client.

  1. Reduced incident resolution time by 79%, enabling faster response to operational issues.
  2. Improved SLA compliance to 99.2% through better service performance visibility.
  3. Reduced manual reporting efforts by more than 85% through automated analytics and reporting.
  4. Centralized fragmented data sources into a unified analytics platform.
  5. Improved operational visibility and enabled faster, data-driven decision-making.
  6. Used AI-driven insights to identify recurring issues earlier and support proactive remediation.
  7. Established a scalable Microsoft Fabric-based analytics foundation for continuous optimization and future AI initiatives.
  8. Enabled consistent, data-driven operations across the client’s global IT organization.
Results & Business Impact

The numbers behind the rollout.

01
Faster Incident Resolution
79%
02
SLA Compliance
99.3%
03
Reduction in Manual Reporting
79%
Reference Tech Stack

The full integration layer.

Microsoft Fabric
Power BI
Azure Data Factory
Azure Data Lake Storage
Azure SQL Database
Microsoft Copilot
Open AI
Python
SQL
Apache Spark
Delta Lake
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FAQ

Frequently asked questions.

The platform unified data from multiple IT service management, monitoring, and business systems into Microsoft Fabric, providing real-time operational visibility, reducing manual reporting, and enabling faster incident resolution.
Microsoft Fabric provided a centralized, scalable analytics platform capable of integrating enterprise data, supporting real-time dashboards, AI-powered insights, and secure governance while simplifying data management across multiple systems.
The solution reduced incident resolution time by 79%, increased SLA compliance to 99.2%, reduced manual reporting by over 85%, and significantly improved operational visibility for IT leadership.

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